Operations Admin Shift Lead

Operations Admin Shift LeadDescription -The operations admin lead role will be responsible to ensure that the End to End PCL operations go to plan.Case management:Monitoring queues for ticket, taking ownership of various types of tickets – Catalog requests, Incident tickets, Business control tickets and managing until ticket closureSwivel information between various service management systems,Email support, user escalation management and follow-up. End to end case management:  understand the process and work with the Service delivery managers and other stakeholders in HP to maintain agreed SLAs are metAnalyzes standard contractual documents, technical data, customer usage data, customer maintenance practices, customer operation characteristics, and related reports for assigned contracts to determine spares provisioning and demand planningFollows established policies, guidelines, and procedures to ensure quality and accountability.Maintains current knowledge of relevant technologies as assigned; experience with End User management Services is desiredParticipates in special projects as required Work with the team of admins to ensure the asset is managed as per processes during its entire lifecycleKnowledge and Skills RequiredStrong familiarity and technical comptence with asset management / Inventory tracking tools like ServiceNow, SCCM etc.Must have understanding of relational databases and expert knowledge of Microsoft Excel.Requires the ability to analyze systems to develop and revise standards and procedures.Strong experience with operational management of issue resolution using ITIL frameworkDemonstrated experience for in-scope processes, and toolsSolid working knowledge of IT Technologies including O365, Windows and hardwareGeneral accounting, finance, marketing and logisticsPersonal Skills neededEye to detail, be good at problem-solving as well as possess outstanding interpersonal skillsExceptional analytical abilities and organizational skillsBe a team player and leader to analyze information, solve problems and provide guidance to the teamProblem detection and analysis of root causeWorking relationships:InternalCS CC delivery global teams, Other RMC and PCL teams within GSDT /  SDMs / Transition mgrs / Account Service Team, CMO operations, HP IT as internal customerExternalExternal delivery partners / suppliers like Asset remarket & recycle vendorsJob -ServicesSchedule -Full timeShift -No shift premium (Costa Rica)Travel -NoRelocation -NoEqual Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement